Enterprise Engineer

Enterprise Engineer

Job ID: 2021-27954
Location:
1820 SSW Loop 323, Tyler, TX

Altice USA is a cutting-edge communications, media, and tech company. We connect people to what matters most to them; texting with friends, advertising that resonates, or binge watching their favorite show. Our differentiated approach centers around technologies that push the envelope and deliver the ultimate customer experience. We're building a workforce that attracts and retains the best talent, not only to meet the needs of our customers, but that also reflects the diverse communities we serve. We're not the only ones who have seen it; we've recently been recognized by Forbes as one of America's Best Employers as well as by the Human Rights Campaign, DiversityInc Magazine, and Cablefax for our diversity & inclusion program.

Responsibilities

Job Summary

This individual will be responsible for the implementation, monitoring, and second level support for Carrier system components of a geographically-dispersed network. They will interface with Backbone Engineering, Regional Engineers, Carrier Operations, Vendors, as well as Carrier Customers to ensure a quality delivery of service to our internal and external customers. They will provide personalized and highly responsive support to Carrier customers, utilizing first rate communication and technical skills to bring about service restoral in line with MTTR expectations as defined by customer SLA's. This individual will also serves as an escalation point for new installs and critical issues while working with middle and upper tier engineers to resolve and troubleshoot incidents. As needed, this individual will also support identification of customer impact for scheduled maintenance activities originating from both external and internal engineering teams.

Responsibilities
  • Proactively monitor, analyze and review the network and execute problem avoidance practices in order to maintain a high level of reliability and availability.
  • Perform problem analysis and triage, escalating trouble tickets when appropriate. Resolve issues impacting customer services, including outages on technologies including SONET, Switching, Routing, MPLS, Traffic Engineering, and FTTT.
  • Collaborate with Backbone Engineering, Regional Engineering, Transport Engineering, Vendors, and Carrier Operations to ensure that circuit outages are restored quickly.
  • Receive and review vetted circuit designs from Backbone Engineering, Regional Engineering, and Vendors.
  • Utilize various network tools, including optical transport clients, for monitoring and testing the network and its devices.
  • Collaborate and communicate between Work Order Management, Backbone and Regional Engineering, Field Operations, Vendors and Carrier Customers to conduct RFC 2544 testing.
  • Collaborate with Vendors and Carrier Customers to validate circuits are operational.
  • Collaborate with Backbone Engineering, Regional Engineering, Carrier Operations, and Vendors to ensure that all documentation is uploaded to the proper support repositories.
  • Open and track trouble tickets to resolution, either resolving or escalating to appropriate level of support, including vendor support, acting quickly to minimize MTTR.
  • Acts as the owner of problems through resolution; assist in analyzing and taking actions to resolve the problem.
  • Assist with Root Cause Analysis on all Carrier affecting outages and for implementing corrective action plans.
  • Proactively monitor, analyze and review the Carrier network and execute problem avoidance practices in order to maintain a high level of reliability and availability.
  • Coordinate scheduled maintenance by SL Engineers and Vendors to minimize impact to customer circuits.
  • Provide Carrier notification and updates to customers of service impacting events, both unplanned as well as planned, with a frequency and quality that meets customer expectations


Qualifications

Essential Functions
  • Ability to work during evening, night, weekends and holidays.
  • Ability to diagnose a networking failure that results in unavailable service to the customer and ability to take appropriate steps to correct them
  • Ability to work independently and able to use sound judgment when solving problems
  • Ability to mentor and assist others
  • Ability and willingness to learn new technologies and skills, as well as adapt to changing environments


Qualifications / Requirements
  • High school diploma or equivalent
  • Requires strong hands-on technical knowledge of network operations, products, and services.
  • Strong teamwork skills and a systems approach to technology support
  • Strong troubleshooting skills, including CCNA / CCNP caliber proficiency in Routing, Switching, and also SONET, MPLS, Traffic Engineering, Carrier Ethernet, FTTT
  • Deep knowledge of carrier industry standards, including ability to interpret MSA and SLA requirements in light of carrier industry standards
  • Excellent communication, follow up and interpersonal skills
  • Excellent follow up and time management skills
  • Strong customer service skills as well as a demonstrated attention to detail
  • Skill in using a Windows-based computer
  • Proficient using spreadsheets and word-processing

Preferred Experience
  • Experience with Cisco routing, switching, telephony, and security products is a strong plus.
  • Prior FTTT Backhaul experience a strong plus.
  • Prior customer care experience a plus.

Altice USA is an Equal Opportunity Employer committed to recruiting, hiring and promoting qualified people of all backgrounds regardless of gender, race, color, creed, national origin, religion, age, marital status, pregnancy, physical or mental disability, sexual orientation, gender identity, military or veteran status, or any other basis protected by federal, state, or local law.

Altice USA, Inc. collects personal information about its applicants for employment that may include personal identifiers, professional or employment related information, photos, education information and/or protected classifications under federal and state law. This information is collected for employment purposes, including identification, work authorization, FCRA-compliant background screening, human resource administration and compliance with federal, state and local law.